Service Innovation for Electronic Identity Cards Based on Digital Population Identity Applications at The Cirebon Regency Population and Civil Registration Office

Abstract

This study aims to analyze the innovation of Electronic Identity Card (e-KTP) services based on the Digital Population Identity (IKD) application at the Population and Civil Registration Office of Cirebon Regency. The main issues addressed include the readiness for digitalization, limited availability of e-KTP blanks, low public awareness regarding the importance of e-KTP, and low levels of digital literacy within the community. This research employed a qualitative approach using the analytical framework of Miles, Huberman, and Saldana. Data collection techniques included observation, documentation, interviews, literature review, and Focus Group Discussions (FGD). Data analysis was conducted through the stages of data condensation, data display, and conclusion drawing and verification. The results indicate that the innovation of e-KTP services has been formally regulated; however, its implementation remains suboptimal due to various field-level obstacles. The inhibiting factors include conceptual, delivery, administrative, and organizational dimensions in system interaction.